Blackberry Enterprise Server v 5 - On Friday some users (not all) are no longer getting emails


We have BES version 5 (uses exchange 2003 server), it has about 40 users on it, so far i have had 3 calls from people who are no longer sending / recieveing  emails, i checked the last message forward time and last contact time and they all stopped at different times Friday afternoon

When i look under email section is says state is running and queued for removal says no

I have checked and all 40 users are using the 8520 model of phone

On one of the users who is no longer working i got them to delete the desktop [cmime] service book and i then resent but this has made no difference.

I also got them to go into enterprise activation and hold down the ALT key and trye CNFG - then in the hidden menu turn the wireless off and then on again but that also did not fix the issue

Now im stuck as to what to do next

Any BES guru's out there than can help.



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Gary CutriConnect With a Mentor Data & Communications SpecialistCommented:
Hi, have you restarted the BES since this issue started (make sure you do a full reboot instead of just restarting the services)? After a restart you also need to ensure all the BES services have started.  Next via the command prompt go to \Program Files\Research In Motion\BlackBerry Enterprise Server\Utility and run IEMSTest.exe.  Once this app opens select the BlackBerryServer profile and the select a user to test.  This will show you if the BES has the correct permissions to the Exchange server.
We have had this happen twice.  We had to reactive the Blackberry's.
Have you checked under application logs? BES usually gives useful messages
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Didn't see mentioned so I'll ask...  Did you have the impacted users pop the battery, then regenerate encryption key from the device?

ncomperAuthor Commented:
Can you tell me how I would regenerate key from handset, the only thing I have done in past is reactiave them on BES


Mighty_SillyConnect With a Mentor Commented:
Do follow 'garycutri' steps if can afford down time.

Meanwhile, here's how to force BB to regenerate encryption key:
-go into options
-security options
-general information (or simply Information if newer code)
-scroll to bottom, highlight "Desktop [S#####]", click and select "regenerate encryption key"

If all else fail on said user, some time you just might have to start from the beginning -  back up user device, wipe it .... delete BES account and re-add...and activate.

Good luck.
ncomperAuthor Commented:
TThanks Guys

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